Reduced friction across three Home Depot ecosystems serving millions of customers, executives, and PROs
Impact
⚡︎ B2C Help Center: Reimagined homedepot.com customer support discovery and resolution for ~4M annual customers (responsive web).
⚡︎ Cybersecurity Executive Platforms: Established consistent UI standards for leadership dashboards and intake workflows—enabling developers and stakeholders to ship aligned, modern experiences faster.
⚡︎ PRO Preferred Pricing (B2B): Supported a $14B annual revenue context and helped drive ~30% increase in PRO onboarding on Day-1 launch.
⚡︎ Cybersecurity Executive Platforms: Established consistent UI standards for leadership dashboards and intake workflows—enabling developers and stakeholders to ship aligned, modern experiences faster.
⚡︎ PRO Preferred Pricing (B2B): Supported a $14B annual revenue context and helped drive ~30% increase in PRO onboarding on Day-1 launch.
Problem Statement
Home Depot’s ecosystem spans radically different users, customers, internal leadership, and PRO businesses, yet the recurring constraints were consistent:
⚡︎ Fragmented journeys that increased effort, repeat navigation, and support burden
⚡︎ System limitations (missing components/patterns) that constrained experience parity with top-tier benchmarks
⚡︎ Inconsistent internal UI standards across data-heavy platforms and legacy tools
⚡︎ High-stakes growth initiatives requiring friction removal without breaking enterprise constraints
⚡︎ Fragmented journeys that increased effort, repeat navigation, and support burden
⚡︎ System limitations (missing components/patterns) that constrained experience parity with top-tier benchmarks
⚡︎ Inconsistent internal UI standards across data-heavy platforms and legacy tools
⚡︎ High-stakes growth initiatives requiring friction removal without breaking enterprise constraints
The Solution
A unified approach applied across three engagements:
⚡︎ Discovery → clarity: Heuristic analysis, competitor benchmarking, journey mapping, and hypothesis-led design
⚡︎ Design systems as leverage: Used THD Stencil / ANT as foundation, extending patterns only where necessary
⚡︎ Prototyping + validation: Built testable prototypes and validated via moderated interviews and usertesting.com
⚡︎ Enterprise realism: Partnered with system architects and developers to design within technical constraints, without lowering the bar
⚡︎ Discovery → clarity: Heuristic analysis, competitor benchmarking, journey mapping, and hypothesis-led design
⚡︎ Design systems as leverage: Used THD Stencil / ANT as foundation, extending patterns only where necessary
⚡︎ Prototyping + validation: Built testable prototypes and validated via moderated interviews and usertesting.com
⚡︎ Enterprise realism: Partnered with system architects and developers to design within technical constraints, without lowering the bar
Three engagements. One System.
01. Customer Service Help Center (B2C)
Reimagined homedepot.com Help Center (responsive web: desktop + mobile)
What changed
⚡︎ Elevated discoverability and task completion through a modern help-center IA and interaction model
⚡︎ Designed best-practice patterns comparable to top retail help centers, while working within design-system constraints
⚡︎ Explored future-state AI concepts to generate context-aware help content (not static landing pages)
Executive takeaway
Lower friction, higher confidence, and a more competitive self-service experience at customer scale.
Lower friction, higher confidence, and a more competitive self-service experience at customer scale.
Artifacts (Select Examples)
⚡︎ Current-state heuristic + competitive landscape (Miro)
⚡︎ Responsive journey prototypes (Figma)
⚡︎ Current-state heuristic + competitive landscape (Miro)
⚡︎ Responsive journey prototypes (Figma)
02. Cybersecurity & Technology Enablement Platforms (Internal / Executive)
Modernized executive dashboards and operational workflows—then systematized the UI so it could scale.
What changed
⚡︎ Re-envisioned PowerBI executive dashboards for clarity, brand consistency, and repeatable patterns
⚡︎ Redesigned Project Intake (PowerApps) to modernize a legacy workflow for managers and leadership
⚡︎ Created a Cybersecurity Design Guide + Component Library (Figma) for non-design stakeholders and developers
Executive takeaway
A scalable internal design standard: less reinvention, more consistency, faster delivery, and better leadership readability.
Artifacts (Select Examples)
⚡︎ Executive Dashboards
⚡︎ Project Intake
⚡︎ Executive Dashboards
⚡︎ Project Intake
⚡︎ Project Intake
03. Preferred Pricing for PRO (B2B)
Designed the PRO registration and Preferred Pricing experience for a tiered savings program.
What changed
⚡︎ Crafted a guided onboarding and registration experience aligned to PRO motivations and business categories
⚡︎ Reduced onboarding friction at launch and supported conversion in a high-revenue program context
⚡︎ Positioned savings tiers and special pricing as a clear value exchange—easy to understand, easy to adopt
Executive takeaway
Conversion and adoption improvements inside a revenue-critical PRO program—designed for clarity and scale.
Artifacts (Select Examples)
⚡︎ Customer and Associate User Journey & Touchpoints
⚡︎ Preferred Pricing Desktop & Mobile
⚡︎ Customer and Associate User Journey & Touchpoints
⚡︎ Preferred Pricing Desktop & Mobile
⚡︎ Pendo Inception Touch-points
⚡︎ Onboarding & Registration
04. Major Appliance Quotes
